Night-Shift Operations Lead — Retail Banking & CX

Gratitude Philippines; Philippines; On-site; PHP 391,000 - 670,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Supervisor for Retail Banking to lead a team, oversee daily workflows, and ensure high-quality outcomes. The role focuses on optimizing handling time and customer satisfaction across multiple channels while collaborating with cross-functional teams.

The position requires at least 1 year in BPO leadership, preference for BFSI/retail banking exposure, and a commitment to an on-site night shift schedule in the Philippines.

Qualifications

• 1 year of BPO leadership experience as a Supervisor or SME.
• BFSI or Retail Banking experience is preferred.
• Strong verbal and written communication; proven ability to drive team metrics.
• Must be able to work on-site on a permanent night shift.

Responsibilities

• Lead and oversee daily workflows to ensure efficiency and quality.
• Manage team performance toward AHT and CSAT goals.
• Oversee high-volume and complex customer issues across voice, chat, and text.
• Coordinate with customer care, production, and distribution to resolve escalations.

Skills

Leadership

Team management

Communication

Performance metrics

AHT optimization

Job description

Gratitude Philippines is seeking an Operations Supervisor for Retail Banking to lead a team, oversee daily workflows, and ensure high-quality outcomes. The role focuses on optimizing handling time and customer satisfaction across multiple channels while collaborating with cross-functional teams.

The position requires at least 1 year in BPO leadership, preference for BFSI/retail banking exposure, and a commitment to an on-site night shift schedule in the Philippines.